VP of Enterprise Collaboration, UC & Contact Center Technologies

Resolution Technologies; Atlanta (GA); On-site; USD 260,000 - 380,000; Full time

Benefits offered by this job

Onsite GA office

Monthly home internet stipend

Mobile stipend

Job summary

Resolution Technologies, Inc. is seeking a strategic VP to lead Enterprise Collaboration, UC & Contact Center Technologies. You will shape global strategy, govern architecture, and align IT with business goals across CX and collaboration platforms.

Based onsite in Georgia, you will oversee a team of engineers, drive modernization of UC and CCaaS ecosystems, ensure security and performance, and partner with executives to deliver scalable digital workplace solutions.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• MBA or advanced degree highly preferred.
• Minimum 10–12 years IT infra experience with 5+ years in leadership spanning UC and CCaaS.
• Proven track record deploying enterprise-scale UC/CCaaS solutions and vendor negotiations.

Responsibilities

• Formulate global long-term strategy for UC, video conf, and cloud contact center tech.
• Provide executive sponsorship for critical migrations and integrations.
• Establish global standards for cross-location video and CX workflows.
• Drive omnichannel CX modernization using cloud routing and analytics.
• Oversee KPIs and SLAs for Tier 3 support and outages.
• Ensure security, PCI-DSS and SOC2 alignment across all platforms.

Skills

Strategic leadership

Executive communication

UC/CCaaS expertise

Budget management

Vendor governance

Education

Bachelor’s degree in CS/IT

MBA

Tools

Microsoft Teams Phone

Microsoft 365

NICE CXone

inContact

Job description

VP of Enterprise Collaboration, UC & Contact Center Technologies

Role Overview

The VP of Enterprise Collaboration, UC & Contact Center Technologies will provide strategic leadership, executive oversight, and architectural governance for the company's global communication and customer experience ecosystems. This role shifts focus from tactical engineering to enterprise-wide strategy. You will oversee the design, implementation, and long-term sustainability of unified communications (UC), global contact centers, and collaboration frameworks. The VP will manage a specialized team of collaboration, network, and contact center engineers. You will align technical infrastructure with overarching business objectives. By partnering with executive leaders, customer experience (CX) business units, and cross-functional IT pillars, you will ensure a highly secure, reliable, scalable, and modern digital workplace and customer-facing infrastructure.

Environment

This executive role operates onsite out of our Georgia office. Executive workspace in our GA office Monthly home Internet and mobile stipend

Executive Responsibilities

• Strategic Roadmap: Formulate and execute the global long-term strategy for unified communications, enterprise video conferencing, and omnichannel cloud contact center technologies.
• Migration & Integration Sponsorship: Provide executive sponsorship and governance for high-priority transitions, including the enterprise-wide migration from Zoom phones to Microsoft Teams phones and the integration of NICE CXone contact center platforms.
• Infrastructure Architecture: Establish global standards for cross-location video conferencing systems, CX workflows, and partner with Network Engineering executives to guarantee robust network architectures tailored for real-time communications.
• Omnichannel CX Operations: Drive the modernization of contact center tech stacks, leveraging NICE suites for cloud routing, workforce management (WFM), AI-driven analytics, and quality management.
• Operational Excellence: Oversee operational KPIs and SLAs for Tier 3 support pipelines, ensuring rapid mitigation of complex infrastructure, CX platforms, or vendor-level outages.
• Security & Compliance: Direct comprehensive, regular system audits to ensure strict alignment with global data compliance laws (such as PCI-DSS and SOC2 for contact centers), internal enterprise security policies, and governance protocols.
• Stakeholder Alignment: Act as the primary liaison between IT infrastructure teams, contact center operations, and executive business units to identify modern workflow demands and deliver high-value UC and CX solutions.
• Innovation & Lifecycle Management: Evaluate emerging AI and collaborative technologies—particularly NICE advanced AI and automation capabilities—spearheading business-case development for strategic IT capital investments.
• Vendor & Policy Governance: Author, maintain, and enforce enterprise-wide collaboration policies, asset‑lifecycle standards, and strategic vendor service agreements with providers like Microsoft and NICE.
• Team Leadership: Recruit, mentor, and manage a high‑performing team of collaboration engineers, CCaaS specialists, systems administrators, and project managers.

Qualifications & Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, or an equivalent technical discipline.
• An MBA or advanced degree is highly preferred.
• Experience: Minimum of 10–12 years of progressive IT infrastructure experience, with at least 5 years in a dedicated leadership or director‑level role spanning both UC and CCaaS environments.
• Technical Mastery: Proven track record directing enterprise-scale deployments of Microsoft Teams Phone systems, Microsoft 365 ecosystems, complex global video conferencing frameworks, and NICE contact center platforms (NICE CXone / inContact).
• Financial Acumen: Strong experience managing multi‑million dollar CapEx/OpEx budgets and negotiating enterprise-level agreements (ELAs) with tech and telecom vendors.
• Communication: Exceptional executive-level communication skills, with a demonstrated ability to translate technical milestones into clear, business-driven outcomes for C‑suite stakeholders.

#RT #DICEJOBS #MCB